Update to new email 💩

[pronto]

Been using the old BT Email app now for ages and everything was Tickity Boo untill I mistakenly signed out of the app instead of just closing it, it wouldn't let me sign in again just kept given sorry error occurred.

So I tried to install the latest BT Email app from the PlayStore (Google) and I cannot down load it as it says it's not compatible with my device...

My HUAWEI P30 has the latest software and updates and is running a version of Android 12... so should be fine with this new BT Email app..

BT  recommends Android version 11 upwards... 

I've had the longest chat with a BT advisor and apparently some one will be in touch within 48hrs. 

in the mean time does anyone have any suggestions.... Thanks Pronto 

[gg30340]

Are you presently a BT Broadband customer or are you paying for your email through a BT Premium email account or did you migrate to EE Broadband?

If none of the above your email account may have been downgraded to a BTMail Basic account which can not be used with an email client or email apps.

See link

https://www.bt.com/help/email/bt-email-products

If you are a BT customer you could use a decent free email app such as BlueMail.

[pronto]

Thanks for the reply gg30340...

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Been with BT since dial up Internet. but changed my mobile allowance to EE over a  year ago, funny never got any offer to change Broadband to EE from BT..

but as you suggest about downgraded to a BTMail Basic even if this was the case then I should still be able to download the app from the play store even though it wouldn't work.... 

I think the problem lies with the BT app and my phone HUAWEI P30 and some confliction,  pretty 💩 really 

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[Katie_B]

Good morning @pronto. 

Could I please confirm if you can sign into BT Webmail OK?

Speak soon, 

Katie

[pronto]

Hi Katie_B

currently to access my BT  email account I go through the My BT app... but I hate this as its a faffing about plus because it's Web based the look of it is too small on my phone so I have to use the phone in landscape arrrggggghhhhh.

just need to get the BT Email App to download onto my phone and at the moment there seems to be no answer.

never had hardly any bother with the last app.... but at the moment it's l kinda 💩 

[Katie_B]

Thanks for letting me know you are able to access via the web @pronto. 

It sounds like a ticket has already been opened for a single user fault with someone giving you a call within 48 hours. 

Please allow the time frame provided and keep us updated following your call. 

Katie

[pronto]

Hi Katie_B

Some one from BT did ring on  23/03/2026 @10:10 am but I was not near my phone at the time

I tried to ring back but just got an automated message that said that BT may try again.... they haven't 

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[Katie_B]

Hi @pronto. 

When was your last conversation with customer care? 

Was the call before you were advised 48 hours?

Katie

[gg30340]

As I have already posted.. try the BlueMail app. It is far better than the BTMail app.

If you don't like it you can always go back to the BTMail app if it gets fixed.

[pronto]

Hi Katie_B

The call was made after a online chat with a BT advisor who told me that it could take up to 48hrs